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COMMUNICATIONS IN THE IT ENVIRONMENT
LA COMMUNICATION EN MILIEU DE LA TI
In the business world there are many pressures on time, and often it is communication that suffers when time and resource constraints apply. In Service Management there are many areas that are involved in regular communication with their business Customers to ensure that the services to them meet their requirements at appropriate cost. Notable examples include Service Desk, Change Management, and Service Level Management..

Everyone in IT has a responsibility to provide good communication but there is a prime responsibility at the management level to ensure that communication is embedded within the Service Management process.

Developing and fostering effective communication with Customers and Users of IT has always been an important issues. Very often this was something that was left almost to chance and to personal actions of individuals within IT departments. In the modern business world this is not sufficient.

Organizations can be said to operate at three key levels: strategic, tactical, and operational, and there are specific corporate functions at each level. For IT to be fully integrated with their business Customers, effective two-way communication must take place at the same three levels and also between these levels.

The ability to listen, influence, negotiate, and agree is vital.

Many communication techniques exist, and include: seminars, reports, circulars, e-mail, memos, newsletters, awareness campaigns, focus groups, presentations, raod-shows, Internet, and Intranet.

During review exercises of organizational, departmental, or team performance, communication is one of the most commonly mentioned topics that people suggest requires improvement.

The Role of the ITIL Framework in the ITSM Project

What Is ITIL?

ITIL is an acronym for the Information Technology Infrastructure Library. ITIL consists of a series of process definitions and guidelines for the delivery and management of IT services. The ITIL program was established by the Central Computer & Telecommunications Agency (CCTA) of the UK Government in the late 1980s and was rapidly adopted by many commercial and public sector organizations. Recognition of the need for a formal process for ensuring the quality, delivery and management of IT services was so strong across the industry that a joint industry/public sector organization emerged to evolve the original ITIL framework and to maintain its currency as the IT services environment expanded and evolved. This organization, the IT Services Management Forum (itSMF), in collaboration with the British Standards Institution (BSi) and other formal bodies, have developed a number of guidelines and codes of practice associated with IT services management. These best practices represent a base of international best practices that can be customized and implemented within organizations to satisfy business objectives. Work is ongoing, through industry and user groups, to ensure ITIL processes remain current and timely, and are changed to reflect technology changes, other best practices and business requirements.

In summary, ITIL is all about which processes need to be realized within the organization for management and operation of the IT infrastructure to promote optimal service provision to the customer of the services at justifiable costs. ITIL represents the best practice processes in IT services delivery and services management as collected and collated by a formal body with extensive user and industry participation.

Service Desk Function and ITIL Service Support Processes

Service Desk Function

The Service Desk is not an ITIL process, but rather a function that serves as the primary liaison between users and IT service providers, and a focal point for information gathering and service coordination. The Service Desk manages interactions between the technical infrastructure and the user community. Primary functions of the service desk include incident management, providing answers to basic usage questions and providing the interface for user initiated change to the infrastructure (e.g. add a user).

Incident Management

Processes associated with reporting and resolution of an unscheduled disruption in service - i.e. and "incident".

Problem Management

Processes associated with increasing the stability of the IT infrastructure by identifying the root causes of incidents and taking proactive or remedial actions to eliminate them.

Change Management

Processes associated with the management of changes to the technical infrastructure in such a way as to mitigate the risk of causing incidents.

Configuration Management

Processes aimed at profiling and managing the various components (CIs) of the infrastructure and providing that information to the various other processes associated with administration of, and change to, the infrastructure and its components. "Configurable items" include, but are not limited to : people, devices, software, processes and documentation.

Release Management

Processes associated with the distribution and operational management aspects of the CI lifecycle - e.g. release management, distribution, operation, archiving.

ITIL Service Delivery Processes

Service Level Management

Processes associated with the identification, definition, documentation, implementation and management of the service levels agreed to by consumers and providers of IT services.

Capacity Management

Processes aimed at ensuring the optimum capacity of IT resources to achieve the level of performance agreed with the client.

Availability Management

Processes associated with ensuring the optimum utilization of resources, methods and techniques to achieve the level of IT services agreed upon with the client.

IT Service Continuity Management

Processes associated with ensuring that there are adequate technical, financial and organizational safeguards to protect the continuity of IT services as established in the agreed SLAs in the event of a serious and prolonged service disruption

Financial Management for IT Services

Processes associated with the determination, accumulation, and utilization of relevant financial data to ensure the sound balance between price and performance at every level of operatiIt also provides methods for recovery of costs, if desired.

CONSULTING DONE RIGHT! / LA CONSULTATION PAR EXCELLENCE!
Effective and efficient communication is part of the foundation on which the success of many organizations depends and it is caring management at its best!